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Book Description

Microsoft® Dynamics CRM 2011 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing the newest version of Dynamics CRM. Authored by three leading Microsoft Dynamics implementers, it illuminates new opportunities to deploy CRM as a hosted service (SaaS), integrate with Azure cloud services, and extend CRM through Microsoft's new online service marketplace. The authors systematically explain how Dynamics CRM 2011 works, illuminating why it works that way, and how to drive maximum business value from it. Drawing on insider knowledge of Microsoft's new product, they present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. Their far-reaching coverage ranges from Dynamics CRM's sales, marketing, and customer service features to its automated workflows; Outlook and Office integration to reporting and security. This edition's extensive new coverage includes new chapters on Mobility, the Outlook Client, and Office 2010 integration, as well as greatly expanded coverage of CRM Online. It also contains new or expanded discussions of data visualization, SharePoint Foundation integration, user interface changes, inbuild charts, dashboards, IM and SMS communication support, auditing, no-code workflows, connections, queues, the new WCF-based programming model, UI scripting, and security.

Table of Contents

  1. Title Page
  2. Copyright Page
  3. Contents at a Glance
  4. Table of Contents
  5. About the Authors
  6. Dedications
  7. We Want to Hear from You!
  8. Reader Services
  9. Introduction
  10. Chapter 1: New Features of Microsoft Dynamics CRM 2011
  11. Chapter 2: Why Business Needs a CRM System
  12. Chapter 3: Requirements for CRM 2011
  13. Chapter 4: Setting Up CRM 2011
  14. Chapter 5: Working with the Ribbon Menu
  15. Chapter 6: Working with Customers
  16. Chapter 7: Working with the Workplace
  17. Chapter 8: Working with Sales
  18. Chapter 9: Working with Marketing
  19. Chapter 10: Working with Service
  20. Chapter 11: Reporting
  21. Chapter 12: Settings and Configuration
  22. Chapter 13: Client Configuration Options
  23. Chapter 14: E-Mail Configuration
  24. Chapter 15: Mobility
  25. Chapter 16: Solution Concepts
  26. Chapter 17: CRM 2011 SharePoint Integration
  27. Chapter 18: Azure Extensions
  28. Chapter 19: Advanced Views and Connections
  29. Chapter 20: Filtered Lookups
  30. Chapter 21: Reporting and Dashboards
  31. Chapter 22: Forms Authentication
  32. Chapter 23: Customizing Entities
  33. Chapter 24: Processes Development
  34. Chapter 25: Plug-Ins
  35. Chapter 26: Web Services
  36. Chapter 27: Advanced Solution Management
  37. Chapter 28: Interacting with Custom Web Applications
  38. Chapter 29: Data Management
  39. Chapter 30: CRM 2011 and Scribe Online Services
  40. Index
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